caitlinfY8560OW
CouplesThe most terrible company
I am writing to express my deep disappointment and frustration regarding the helicopter tour we booked with your company on 20th September. When we received our booking confirmation, it clearly stated the time and location of our flight. We made sure to arrive 10 minutes before the scheduled time, only to be told by the receptionist that we were “late” and had been marked as a no-show — even though the helicopter had not yet departed. We tried to explain that we had followed the information provided on the confirmation, but your staff were unhelpful, dismissive, and rude. They told us we could not be moved to the next available flight and instructed us to contact our tour guide instead. We immediately called our tour guide, who informed us they had reached out to your company requesting that we be moved to a later flight. However, they were told this was not possible because “in the small print” it states that guests must arrive 30 minutes before. This crucial detail should have been clearly highlighted or written in bold next to the time and location on the confirmation — not hidden away in small print. This experience was meant to be a special surprise for my mum’s 60th birthday, something we had both been incredibly excited about. We had paid £300 for what we hoped would be a once-in-a-lifetime experience, only to lose our money and miss out entirely, despite there being available seats on the next flight just an hour later. The fact that we were refused even though there was space available makes the situation even more unacceptable. This experience was incredibly upsetting and disheartening. What should have been a memorable and joyful celebration turned into a stressful and disappointing situation. We were left standing at the location feeling humiliated and heartbroken, with nothing to show for our booking or the significant amount of money we had paid. I am therefore requesting a full refund for this booking, and an apology for the way we were treated. The lack of clear communication, poor customer service, and unwillingness to show even basic understanding or flexibility have left a lasting negative impression of your company. I look forward to your prompt response and a fair resolution to this matter. Kind regards, Sharon Fulton
